Manual Outbound APIs
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Manual Outbound APIs
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Make a Call
Overview
This API allows a user to make a call. To make a call, a new message object is created which initiates a call from the agent to a specified dial number.
Pre-requisite
The agent must be in the Ready state.
Sequence Diagram
Message Structure
Request Parameter | Value | Data type | Description |
|---|---|---|---|
channel | Webexcc | string | Specifies the communication channel |
topic | OutboundCall | string | Assigned to specify the call type |
Subtopic | MakeCall | string | Static value |
data | 917702779401 | string | The contact number of the customer |
Response Parameter | Value |
|---|---|
channel | Webex CC |
topic | Outbound |
Subtopic | OutboundCallStateChange |
message | JSON Object. Refer Message Parameters. |
Message Parameters
Parameters | Data Type | Description | Value |
|---|---|---|---|
call | JSON Object | Current call object | |
source | string | Source of response | event |
Call Parameters
Parameters | Data Type | Description | Value |
|---|---|---|---|
CallVariables | JSON Object | Customer details associated with the call. | |
ResponseFields | JSON Object | Call information object. Refer ResponseFields Parameters. | |
ResponseActual | JSON Object | Call information object. Refer ResponseActual Parameters. | |
id | string | A Webex CC unique identifier ID is generated for each call. | 013dce5c-a8aa-4590-bebe-fed6d419dcc4 |
event | string | The name of any one of the events received from Webex CC. | eAgentOfferContact CustAnswered eCallRecordingStarted eAgentContactEnded acw DROPPED |
CallType | string | Type of call received from Webex CC. | Regular_call, Outbound |
ResponseActual Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
fromaddress | string | Agent number of Webex CC. | 1908603511 |
id | string | A Webex CC unique identifier ID is generated for each call from Webex CC. | 013dce5c-a8aa-4590-bebe-fed6d419dcc4 |
mediaType | string | To specify the nature and format of the content(voice) from Webex CC. | telephony |
state | string | The name of any one of the events received from Webex CC. | connected, consulting, consult conference and wrapUp |
toAddress | string | The field represents the destination address number for the call. | +917702779401 |
participants | JSON Object | Participants details received from Webex CC. | |
mediaProperties | JSON Object | Call information object received form Webex CC. | |
interactionId | string | A unique identifier assigned to each user interaction, used to track and manage individual interactions throughout their lifecycle. | f955e728-e9bd-494e-83a8-29a3049c97ec |
trackingId | string | A unique identifier used to monitor and trace the progress and status of a specific process, transaction, or interaction across the system. | notifs_555cb37a-69e0-4f60-977b-172714496be6 |
Ep_id | string | A unique identifier for an external party or endpoint involved in an interaction, used to distinguish between different entities in the communication process | 729d9201-ae9b-46f7-8ee0-9abb260bf647 |
FlowTagid | string | A unique identifier used to label and track specific flows or processes within an interaction, enabling efficient categorization and management of workflows. | Latest |
ronaTimeout | string | It specifies the maximum duration for handling a "ring no answer" scenario before taking predefined actions or transitioning to alternative processes. | 18 |
Participants Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
mediatype | string | Type of media address received from Webex CC. | telephony |
state | string | The name of any one of the events received from Webex CC. | connected, consulting, consult, conference,and wrapUp |
mediaproperties Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
calltype | string | Type of call received from Webex CC. | Regular_call, Outbound |
dialednumber | string | This represents the number dialed by the system or agent. | 909503074660 |
QueueId | string | A unique identifier assigned for handling outgoing calls. | a9247c33-42cb-45e0-b1ee-ac82bfdeb5bb |
QMrgName/QueueMrgid/queuemrg | string | The name given to a queue of Webex CC. | aqm |
sessionId | string | A unique identifier that tracks and maintains user interactions across multiple requests, enabling stateful communication during a session. | 7ad90a98-e6a2-44ed-9e49-8c2cb61ed525 |
siteid | string | A unique identifier that represents a specific website or client instance, used to manage and route interactions to the correct web properties. | 5729b45e-2913-4425-b5e2-0d730aa6db0a |
MediaResourceid | string | A unique identifier for a specific media resource, such as audio or video files, used for handling media-related interactions. | f955e728-e9bd-494e-83a8-29a3049c97ec |
teamName | string | A string identifier representing the name of a specific team or group, used for organizing and managing team-related resources and interactions. | Acqueon_Site1_Team2 |
teamId | string | A unique identifier representing a specific team, used to manage team assignments, resources, and interactions within the system. | 0e0cac49-3ba8-4a90-9a54-346145f50f5d |
queuedTimestamp | string | The queuedTimestamp in Webex CC API records the exact time an interaction was placed in the queue, used for tracking wait times and managing interaction priorities. | 1718779908620 |
ResponseFields Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
fromAddress | string | Agent number of Webex CC. | 1908603511 |
toAddress | string | Contact Number | +917702779401 |
CallState | string | The name of any one of the events received from Webex CC. | connected, consulting, consult, conference wrapUp |
Type | string | Call Type received from Webex CC. | Outbound |
Campaign | string | Webex CC ID of the call. | 013dce5c-a8aa-4590-bebe-fed6d419dcc4 |
OutBoundType | string | Type of outbound from Webex CC. | manualdial |
Sample Response
{
"channel": "Webexcc",
"topic": "outbound",
"subtopic": "OutBoundCallStateChange",
"message": {
"source": "event",
"call": {
"id": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"ResponseActual": {
"orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"trackingId": "notifs_986f5b2b-7b28-4a75-9c5f-e05ac9f59388",
"type": "RoutingMessage",
"data": {
"agentId": "22a3ff9b-c51c-4c6b-8b8a-ca98154240f1",
"eventTime": 1718965916252,
"eventType": "RoutingMessage",
"interactionId": "982c6b08-5a55-471c-9dcb-4280359c66f7",
"mediaResourceId": "982c6b08-5a55-471c-9dcb-4280359c66f7",
"orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"queueMgr": "aqm",
"ronaTimeout": 18,
"trackingId": "8f7886b0-d0b9-43b3-931b-8014673fc66c",
"type": "AgentOfferContact",
"interaction": {
"callFlowParams": {},
"callProcessingDetails": {
"EP_ID": "8575fbac-3a92-4b7e-885a-7476757d1c4e",
"SELF_SERVICE_TYPE": "VXML",
"agentSelectedAni": "1908603511",
"agent_ani": "1908603511",
"ani": "1908603511",
"dnis": "+917702779401",
"fcDesktopView": "{\"pop-over\":[{\"name\":\"ani\",\"variableSeq\":\"0\"},{\"name\":\"dn\",\"variableSeq\":\"1\"},{\"name\":\"virtualTeamName\",\"variableSeq\":\"2\"}],\"interaction-panel\":[]}",
"fceRegisteredEvents": "",
"isReconciledCAD": "true",
"mohFileName": "Menu10sec.wav",
"outdialTransferToQueueEnabled": "false",
"participantInviteTimeout": "false",
"ronaTimeout": "18",
"taskToBeSelfServiced": "false",
"tenantId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"virtualTeamName": "Outdial Queue-1",
"vteamId": "8575fbac-3a92-4b7e-885a-7476757d1c4e",
"workflowId": "662a86fb0bfd16265a6fb955",
"workflowName": "Outdial_Flow2"
},
"contactDirection": {
"type": "OUTBOUND"
},
"createdTimestamp": 1718965914292,
"currentVTeam": "1cdb8b2e-b83c-4c53-8279-0e3138d43fb8",
"interactionId": "982c6b08-5a55-471c-9dcb-4280359c66f7",
"isFcManaged": true,
"isTerminated": false,
"mainInteractionId": "982c6b08-5a55-471c-9dcb-4280359c66f7",
"media": {
"982c6b08-5a55-471c-9dcb-4280359c66f7": {
"holdTimestamp": null,
"isHold": false,
"mType": "mainCall",
"mediaMgr": "callmm",
"mediaResourceId": "982c6b08-5a55-471c-9dcb-4280359c66f7",
"mediaType": "telephony",
"participants": []
}
},
"mediaChannel": "telnyx",
"mediaProperties": null,
"mediaType": "telephony",
"orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"outboundType": "OUTDIAL",
"owner": "22a3ff9b-c51c-4c6b-8b8a-ca98154240f1",
"parentInteractionId": "982c6b08-5a55-471c-9dcb-4280359c66f7",
"participants": {
"+917702779401": {
"callerId": null,
"hasJoined": false,
"hasLeft": false,
"id": "+917702779401",
"isInPredial": false,
"pType": "Customer",
"type": "Customer"
},
"22a3ff9b-c51c-4c6b-8b8a-ca98154240f1": {
"autoAnswerEnabled": true,
"bnrDetails": null,
"callerId": null,
"channelId": "339fd456-0655-46f9-b9ee-da7198c9dc3e",
"consultState": null,
"consultTimestamp": null,
"dn": "webrtc-22a3ff9b-c51c-4c6b-8b8a-ca98154240f1",
"hasJoined": false,
"hasLeft": false,
"id": "22a3ff9b-c51c-4c6b-8b8a-ca98154240f1",
"isConsulted": false,
"isInPredial": false,
"isOffered": true,
"isWrapUp": false,
"isWrappedUp": false,
"joinTimestamp": null,
"lastUpdated": 1718965914611,
"name": "wxcc-test-qa-acqueon_org agent4",
"pType": "Agent",
"queueId": "1cdb8b2e-b83c-4c53-8279-0e3138d43fb8",
"queueMgrId": "aqm",
"sessionId": "64c80b4a-4583-43d8-9776-64eabb443c2d",
"siteId": "5729b45e-2913-4425-b5e2-0d730aa6db0a",
"skillId": null,
"skillName": null,
"skills": [],
"teamId": "56cf5b28-56b0-4905-9d49-6893257100b1",
"teamName": "Acqueon_Site1_Team1",
"type": "Agent",
"wrapUpTimestamp": null
}
},
"previousVTeams": [],
"queuedTimestamp": 1718965914454,
"state": "new",
"workflowManager": null
}
}
},
"ResponseFields": {
"fromAddress": "1908603511",
"toAddress": "+917702779401",
"CallState": "new",
"Type": "OUTBOUND",
"Campaign": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"OutBoundType": "manualdial"
},
"CallType": "OUTBOUND",
"event": "eAgentOfferContact",
"CallVariables": {
"ani": "1908603511",
"dn": "+917702779401",
"ronaTimeout": "18",
"virtualTeamName": "Outdial Queue-1"
}
}
}
}
Compatible Workspace Version
3.21.2410 onwards
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